Saturday, December 29, 2012

The Pitfall of Lock in - Seth Godin

Inspiring thought on the eve of a new year for us all, esp those of us who are in "services" sector.

Front end customer service has been pathetic in some of our services -

the so called privilege-banking customer is treated worse than mass ( when left high & dry),

at restaurants ( very low on hygiene & cust service),

courier service, and

in telecom, saddest. This is an area where we claim mass rural penetration. The folks from rural background and elsewhere are treated very badly by all front-end customer-touchpoints ( call center, showrooms and the notorious kirana shops, where people go to re-charge). Of course, people 're-charge' for very small denominations. But that is no excuse for not treating a fellow-human being with respect & degnity, esp when he is your customer. At times I have felt FDI is the moment of truth for the kirana, just as it is our #Karma-Of-Customer-Service !!

2 comments:

Very true. I have been at the receiving end of all sorts of services from the best known courier company, the best known insurance company and my local furniture shop.Probably this is a butterfly effect of what you receive is what you give.

Very true. I have been at the receiving end of all sorts of services from the best known courier company, the best known insurance company and my local furniture wala in the last seven days. I wonder what is happening in India? Probably you give what you get and this butterfly effect in negative context is happening.